SALES PROFESSIONAL SKILL

TEACHING METHODS

-The method of teaching is learner-centred, training activities include theory condensed, play-act, situations and self-questioning. The learning will be enhanced through active participation as revision exercises. Learners will have the opportunity to self-assessment and feedback individual and group activities. Learners will work in groups on these topics during the program. With the motto "practice is essential" course is designed with many fun activities, including situation exercises, play-act and presentations…

-The learning environment interacts completely between lecturers and learners.

TIME SCHEDULE:

-Duration:4 sessions

-Timing:3 hours/session

-Evening: from 6h00 pm  to 9h00 pm

VENUE

The course will be held at SIB's headoffice.

ASSESSMENT AND CERTIFICATION

-To receive the certificate of SIB, learners must meet the requirements in each lesson. The result of each learner is evaluated on the basis of the learning process.

-In each lesson, learners are asked to do small exercises and discuss. Simultaneously, learners need to complete a course evaluation form authenticity and transparency, SIB will be based on all these criterias to make a decision on certifying for learners.

TRAINING PROGRAM DETAILS

Part 1: Communication skills in consulting sales (4 sessions)

1. Listening skills & questioning in the communication

-Active listening skill

-Arts and questioning methods

-Arts and efficient method to answer

-Practice

-Direct communication skills

-Other communications type  in sales & business

-Telephone communication skills

2. Professional Attitude - Professional Skills

-ASK model (Attitude – Skills – Knowlegde)

-Practice

3. Applied into the  practice of  Enterprises

-Rehearsed a meeting

-Rehearsed a phone call

 Part 2: Customers seeking skills (4 sessions)

-Searching and exploring the potential customers

-Turning wesite visitors into the potential customers

-Experiences of  seeking the potential customers

-11 methods how to find customers through supporting tools

-How to attract potential customers

-Suggest customers to become a product introducer

-Advanced the knowledge of products to customers

-Saving the time for phone calls

Part 3: Mastering Consulting Sales skills

-Attitudes and beliefs of Customers

-Making out a target of selling the product and services of enterprises

-Finding out about features and benefits of products and services suit each customers

-Developing the customer resource and managing the customer profile

-Preparing contracts, legal procedures…

-Listening actively and giving questions to handle oppositions.

-Analysing the comprehension and needs of customer

-Supervising the after-sales services and payments

-Saving and evaluating sales results

-The importance of sales consulting through the phone

-Characteristics of the telephone communication

-Making calls to introduce products and services of enterprise

-Receiving calls

-Handling difficult calls

-Practice

Part 4: Quality customer service management

1. Handling conflicts in sales consultant

-Why is there the contradiction?

-The level of contradiction

-Behavior in contradiction

-Dealing with difficult customers' requirements

-Skills for solving the situations of contradiction

-Skills for solving the bad problem of sales consultant

-Practice

2. Customer Care Program

-How do you recognize an unsuccessful customer care program ?

-The cause of an unsuccessful customer care program

-Factors affect to the level of customer satisfaction

-Reviewing and analyzing results

-Tracing the cause

-Managing in order to satisfy customers

-Practical steps in order to satisfy customers

-Order of  handling the customer complaints

3. Customer Service

-The importance of customer service

-What is the high quality customer service ?

-The level of customer service

-Rules to create a high quality customer service

-The role of human factor in customer care

4. The role of managers in the sales and customer care

-Building the sales culture and customer care

-How to take care customers in order to attract and retain customers

-Recruiting the sales and customer care staffs

-Training the staffs about  attitude and skills of sales and customer care

5. The role of staffs in the sales and customer care:

-The employee’s skills must have to take care customers

-Selling skills and improving the service quality in sales